The primary objective of the IT Operations Manager is to serve as the operational backbone of H1’s IT infrastructure and user support. You will own IT operations end-to-end, partnering closely with our growing IT team. This role balances hands-on technical troubleshooting with strategic operational leadership, ensuring seamless service delivery across a global workforce.
This role is designed for a technically strong, autonomous leader who can independently manage complex infrastructure challenges, drive operational excellence, and mentor growing teams while maintaining a hands-on approach to critical issues.
You will:
Serve as the primary technical and operational point of contact for IT infrastructure, support, and user services across the organization.
– Manage and execute employee onboarding and offboarding workflows at scale, including device provisioning, access management, account deprovisioning, and offboarding security protocols.
– Own the IT service desk ticketing system and support queue, ensuring timely resolution, clear documentation, and escalation paths that meet organizational SLAs.
– Lead hands-on Tier 2 technical support and troubleshooting for end-user devices, platforms, and infrastructure issues.
– Provide support across H1’s Global footprint with regular presence in our NYC headquarters (one day per week).
– Develop, document, and continuously improve IT operational processes and runbooks that scale across teams and geographies.
– Mentor the IT Operations team, establishing knowledge-sharing practices, documentation standards, and clear escalation paths for a coordinated support model.
– Oversee endpoint security and device management (CrowdStrike, IRU/Kandji) to ensure organizational security posture and compliance.
– Monitor and maintain identity and access management systems (Okta), ensuring secure onboarding and timely access revocation.
– Proactively identify operational risks and bottlenecks, taking early action to prevent incidents and optimize service delivery.
– Strategically lead and de-escalate critical IT situations, partnering with internal stakeholders (Security, Engineering, Leadership) to drive resolution.
– Serve as the voice of IT operations internally, providing structured feedback to leadership and product teams on tooling, infrastructure, and security gaps.
– Collaborate cross-functionally with Security, Engineering, and Business teams to ensure IT operations supports H1’s strategic priorities.
– Drive continuous improvements in support quality, response times, user satisfaction, and operational efficiency across your team.
– You are comfortable operating both strategically and tactically, diving into technical details while maintaining a high-level view of operational health and team capacity.
– You are a confident communicator and presenter, able to lead conversations with non-technical stakeholders and influence operational decisions.
– You have a proven track record of managing complex IT operations and driving measurable improvements in uptime, security, and user satisfaction.
– You are proactive, detail-oriented, and able to manage ambiguity with confidence while mentoring others through uncertainty.
– You bring genuine leadership qualities: initiative, clear communication, and the ability to scale processes and teams as the organization grows.
– Hands-on experience with Okta (or similar identity and access management platforms).
– Experience managing Google Workspace environments at scale.
– Proficiency with CrowdStrike Falcon or similar endpoint detection and response (EDR) tools.
– Experience with device management platforms (IRU, Kandji, or equivalent).
– Demonstrated security awareness and understanding of IT security fundamentals and compliance best practices.
– Experience managing service desk ticketing systems and support workflows.
– Proven ability to mentor technical team members and lead operational improvements.
– Strong communication skills and ability to work effectively with distributed global teams.
To apply for this job, please visit the application page
